Customer Service Executive

Location: Remote with occasional travel within the UK required

Salary: £27,000

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Company overview

Founded in 2020 by a team of like-minded, and experienced telecoms fanatics, we have one vision; to develop the fastest and most reliable fibre network in the UK! 

This is an incredibly exciting time at Connect Fibre. We’re growing fast. And we’re looking for people with passion, fresh ideas, and drive to join us on our journey.

At Connect Fibre, your voice will shape how we evolve as a company and play a pivotal role in our mission to transform UK towns and villages with full-fibre broadband.

The Role

We are looking for individuals to join our Customer Service Team. This is an excellent opportunity for someone with 1st line technical support experience to make the next step in their career working for a fast-growing start-up.

So, if you're driven, hardworking and motivated... Join us!

As a Customer Service Executive, you will be passionate about ensuring that every customer has an amazing experience with our service, even when things need fixing.

As part of a small, growing team, you will provide customers with technical support to help them get the most out of their products.

The role is remote based (UK only), although very occasionally you will need to travel for meetings (expenses paid).

Role Requirements

  • Have a “customer first” focused attitude delivering an exceptional customer service in every contact
  • Provide 1st line technical, account, sales, and general support to customers via multiple channels, including telephone, chat, and email
  • Identify ways to improve service delivery to our customers, including creating written and video content for the online knowledgebase
  • Close tickets within agreed service levels, recording all activity accurately and efficiently on internal systems
  • High-level of creativity and energy, with the ability to inspire, engage, influence, and learn fast
  • Responsive personality with proactive attitude toward work
  • Collaborate with colleagues across different teams to provide timely and positive outcomes for customers

Skills Required

  • Experience working on a consumer 1st line support helpdesk
  • Internet or telecoms experience preferred, but not essential
  • Excellent customer service skills gained working with a diverse customer base and a wide range of issues and incidents
  • Experience of working at a start-up preferred, with a willingness to help setup new systems and processes
  • Effective communicator with both customers and colleagues using minimal technical jargon
  • Ability to manage personal workload through skilled time management and prioritisation 
  • A positive attitude and resilience that shines through whether working within a team or independently
  • Strong attention to detail and a natural problem solver

Benefits

  • £27k salary
  • 25 days holiday plus bank holidays
  • 5% company pension contribution
  • Mentored development and ongoing career prospects within a fast-growing company
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